Within 2 years of being a customer with Sumner Insurance, 5 different agents have been assigned to my account, there is quite a bit turn over in that company. My premium was adjusted unknowingly and monthly payment increased by $13. Contacted who I thought was my agent at the time, was no longer working there. I explained to the new agent I had received a letter of a premium increase, the agent had no idea, and could not find a reason why. The agent said she could adjust my policy due to ongoing insurance rates changes, I was put on hold, when she came back on the line, I had received an adjustment, and needed to sign my initial for the adjustment not knowing, my policy had been cancelled and a new policy started, the agent did not tell me, and at that same time I had given the agent my new address to update the system.
Months later I receive a letter from a collection bureau, I contacted the agency to ask why I had received the letter when I was currently insured with the company and have not missed a payment, the collector wasn't very cooperative at all. I contacted who I thought was my new agent and again, that agent was no longer working there. I contacted Safeco Insurance who is an affiliate with Sumner Ins., Sumner actually recruits for Safeco. I explained the situation to Safeco, I was told an investigation would be initiated and would receive a call back, time had passed no call, so I contacted Safeco again, no one could seem to assist me, and said I would have to call Sumner because it was their mistake and they would have to fix it, I called Summner spoke to the Supervisor, who immediately defended the prior agent, and did not want to take the blame for their error and said I would have to contact Safeco, because Safeco are the ones who sent me to collections.
So after going back and forth between Sumner and Safeco, for at least 3 months, I was finally told that the old policy was cancelled and a new policy was opened, I asked why wasn't I notified of this, and why wasn't I notified prior to being sent to collections of a balance due on the old policy? And if I had been notified I could have looked into and taken care of the situation before it got this far. I could not get any straight answers from the Supervisor at Sumner, she (Cynthia) kept telling me it was not their fault, and the agent did not know I owed a balance; my question was why not? Whenever an insurance policy has been adjusted the agent should know about additional fees and is supposed to make sure the customer is aware of it also; well the agent didn't tell me because she had cancelled my old policy without my knowledge and opened a new policy, and because she did not update my new address in the system, I did not receive the 4 past due bills from Safeco, so therefore Safeco sent me to collections under the assumption I had ignored the statements, which is now on my credit report. Had no idea my new address hadn't been updated, I was set up on an automatic withdrawal.
The kicker is that entire time up until now I'm still insured with them and have been and all of this time sitting in collections. My policy with them will be cancelled on the 22nd of this month.
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